Filing a Support Ticket

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A. Reporting UI/UX Bugs on the Platform

To ensure that all bugs are effectively addressed, please follow the steps below when reporting any UI/UX bugs you encounter on the platform.

Tips for Effective Bug Reporting

  • Before reporting, try to reproduce the bug to ensure it’s not a one-time occurrence. If the bug can be consistently reproduced, include the exact steps you took.

  • Clearly state what you expected to happen versus what actually happened. This comparison can help the development team understand the deviation and focus on the right aspect of the bug.

  • Include as much detail as possible to help the Support and Dev teams understand and reproduce the issue.

Step 1: Capture the Bug

Screenshots

Take as many screenshots as necessary to clearly illustrate the bug. Ensure that the screenshots capture the full context, including any error messages or unusual behavior.

Screen Record

If possible, record your screen from your mobile device or desktop.

GIF Recordings

If the bug involves dynamic behavior creating a GIF can be extremely helpful.

Windows: ScreenToGif

OSX: Gifox

Step 2: Upload the Video or GIF

Google Drive

Upload the Video or GIF to your Google Drive.

Generate a shareable link to the Video or GIF in Google Drive. Ensure that the link permissions are set to allow anyone with the link to view.

Step 3: Report the Bug

Email the Support Team

Briefly describe the issue in the subject line.

Include steps to reproduce the issue, expected behavior, and actual behavior.

Attach the screenshots to the email.

Include the shareable link to the GIF in the email to support@evercam.io

Step 4: Support Team Process

Dev Team Notification

The Support Team will escalate the ticket to the Engineering Team if necessary.

GitHub Issue

If required, the Engineering Team will create a GitHub issue to track the bug.

Follow-Up

Once the Engineering Team resolves or provides an update on the issue, the Support Team will update you via email.

B. Other Requests

Filing a ticket in the new Support Portal is easy! Here’s how to get your request to our technical support team in just a few steps.

Accessing the Support Portal

Within the Evercam dashboard, access the Support Portal through the Help button or by visiting: https://support.evercam.io/portal/

Start a New Ticket

When you’re on the Support Portal, look for the red “Add Ticket” button in the top-right corner of the screen. Click it to begin.

Fill Out Ticket Details

Secondary Contacts

If you’d like to loop others into the ticket, add them as secondary contacts. Just type their email address, press Enter, or add a comma if you’re adding more than one contact.

Subject

Keep this field descriptive. A clear subject helps us understand the issue at a glance.

Description

Describe the issue or request in detail. You can also attach any relevant files or screenshots to help us understand your request better.

Submit the Ticket

Once you’ve filled out all the necessary information, scroll down and hit the Submit button at the bottom of the page. This sends your ticket to our technical support team.

You’ll be able to view your ticket’s status and any updates from our team in the portal.